One Vision Housing
Customer Experience
Spotlight on Repairs
Background
At One Vision Housing (OVH), we are dedicated to continuously improving our services and enhancing our customers' experience wherever possible. As part of this commitment, we undertook a comprehensive review of the UK Housing Ombudsman's recent 'Spotlight on Repairs' report, 'Repairing Trust'.
This self-assessment aimed to critically evaluate the robustness of our current repairs service offer against the key components and recommendations outlined by the Ombudsman, allowing us to benchmark our performance against best practices within the sector.
By measuring our performance and reviewing existing activities, we have identified areas of strength and, crucially, opportunities for enhancement. This assessment forms the foundation for a series of targeted actions, which are now being implemented to further improve our repairs service and ensure we consistently deliver a high-quality, reliable, and customer-centric experience for all our residents.
About One Vision Housing (OVH)
We are an award-winning housing provider offering high quality, affordable housing across the Liverpool City Region, Cheshire, Lancashire and Greater Manchester. We currently manage over 14,400 properties across the region.
We provide a range of rental options from Social Housing and Private Rent, to Rent to Buy and commercial lettings of shops, creating equal opportunities for all. We were formed in October 2006, following a successful stock transfer from Sefton Council, and operate as a not-for-profit organisation, regulated by the Regulator of Social Housing.
As a member of The Sovini Group, One Vision Housing believes in providing good quality, affordable homes for rent and to buy, helping to create thriving and inclusive communities. We work closely with partner organisations to build a better future for our customers, supporting thousands of beneficiaries each year.
Externally recognised as a leading provider of homes and services, One Vision Housing is graded G1 for Governance and V1 for Viability by the Regulator of Social Housing.
Our approach
Following an analysis of the Housing Ombudsman's spotlight report, we collaborated extensively with teams throughout the organisation to gather comprehensive data and insights, helping us to better understand our current position. We then carried out a thorough comparison of our performance against the key factors highlighted in the report. The outcomes of this detailed evaluation not only highlighted areas of existing strength but, crucially, identified specific opportunities for improvement. This robust assessment has therefore served as the foundation for a series of targeted and actionable improvements to help further refine our repairs service and ensure we consistently deliver a high-quality, reliable, and truly customer-centric experience for all our residents.
Complaints & Compensation
The 'Repairing Trust' report critically highlighted a 474% increase in repairs and maintenance investigations between 2019/20 and 2024/25.
Within OVH, throughout 2024/25, we carried out 65,990 reactive repair jobs. Of these, 266 customers made a formal complaint, which equates to 0.40% of all reactive repair jobs raised. OVH also recorded 261 complaints across other areas of repairs and maintenance including Investment, asset management, grounds maintenance and communal cleaning. We continue to refine our processes to better understand the root cause of customer complaints related to repairs and maintenance to help direct our ongoing efforts to improve our repairs service for our residents.
Analysis completed on complaints specific to the reactive repairs service, shows an overall decrease of complaints in 2024/25 compared to the year prior, including both upheld and not upheld complaints. This trend was also consistent for gas repairs. Officers continue to work with the relevant teams across OVH to review all Asset Management related complaints, with particular focus on the top themes identified, with further improvements planned in 2025/26.
The Ombudsman reported £3.4 million was paid out in compensation orders across the sector relating to poor housing conditions in 2024/25. In the same time period, consistent with the wider housing sector, OVH has seen an increase in complaints volumes generally, which has led to an increase in payments of compensation in comparison to the year prior. Detailed analysis of our complaint data reveals key themes and trends that have become central to service improvement. Listening to our customers and understanding their data supports our commitment to continuously learn, improve and provide the best Customer Experience possible.
What We're Doing
We're committed to learning from complaints by integrating regular reporting, robust oversight, and direct action.
We carry out monthly Repairs & Maintenance Complaints Feedback Sessions and provide detailed Complaint Analysis Reports for all key Repairs and Maintenance Service Areas to ensure ongoing monitoring of complaint performance to embed improvements and lessons learnt.
Board-level oversight provides strategic direction through annual and half-yearly reports which analyse complaint themes and compensation trends. Our "You Said, We Did" Board Edition by our Member Responsible for Complaints directly communicates how customer feedback leads to tangible improvements.
Board gain customer-centric insights from our "Knowing Our Customers" quarterly update, which combines complaint data with our broader customer voice, satisfaction, and EDI insights for a holistic view.
Ultimately, this informs direct action and strategic development. Housing Ombudsman determinations remain an opportunity for change and improvement, with a recent determination directly creating our Good Neighbour Policy, demonstrating our commitment to turning feedback into meaningful change.
Knowing our Homes and Customers
'Repairing Trust' rightfully emphasised that providing an effective and responsive repairs service fundamentally hinges on a deep understanding of both customers and their homes. This involves more than just reactive fault reporting; it highlights the requirement for a proactive approach to knowing the specific needs and vulnerabilities of our residents, as well as possessing comprehensive data and insights into the condition, history, and unique characteristics of our housing stock.
What We're Doing
At OVH we understand the critical importance of knowledge and data which is why we have created a 'Knowing our Homes and Customers’ project group. This project group serves to collate and make improvements against the information we hold to help us to build stronger relationships with our customers and maintain accurate, detailed records of our properties. Through this enhanced understanding, we can proactively anticipate issues, tailor our services more effectively, and ensure that repairs are not only completed efficiently but also address the root causes of dissatisfaction, ultimately enhancing trust and improving overall living conditions for our residents.
Temporary Fixes vs Permanent Solutions
The report highlights the important distinction between temporary fixes and permanent solutions in our approach to repairs. While immediate interventions can provide short-term relief, a focus on durable, high-quality material and repairs is essential to prevent recurring issues, reduce repeat visits, and ultimately build lasting resident trust and satisfaction. Prioritising a high-quality repair service is key to enhancing customer experience and living conditions.
What We're Doing
At OVH we understand the importance of getting repairs right the first time, which is why we monitor our Right First Time (RFT) figures regularly to identify areas for improvement.
Our current RFT perception indicator stands at 85.22% for 2024/25, and we are actively developing a non-perception RFT indicator for a more objective measurement. Furthermore, our data for 2024/25 shows that recall jobs accounted for 1,483 out of 65,990 reactive orders, representing a 2% recall rate. To ensure the quality of completed work, post-inspections are systematically carried out on all complaints and disrepair orders by both OVH and Sovini Property Services staff.
Improvement Action: To further enhance our approach, we will monitor a new Key Performance Indicator (KPI) on RFT once its development is complete, enabling us to better understand and address emerging issues. Additionally, we will develop a robust mechanism to accurately report on the volume of on-site post-inspections conducted by standardising our approach to ensure comprehensive quality assurance.
Diagnosis, Delays & Quality Assurance
The Ombudsman has placed significant emphasis on the critical role of accurate diagnosis, the detrimental impact of delays, and the necessity of robust quality assurance in repairs. Their report consistently highlights that misdiagnosis, and unreasonable delays are primary drivers of resident dissatisfaction, leading to repeat visits and prolonged inconvenience.
What We're Doing
Our average time to complete a repair in 2024/25 was 14.2 days. We actively carry out comprehensive quality assurance checks to ensure timely, high-standard repairs which prevent recurring problems and build trust with our customers.
Improvement Action: We are working to understand the effectiveness of introducing a new indicator to specifically measure the time taken to inspect and complete any necessary works raised following an initial inspection, further enhancing our oversight of the entire repair process.
Predictive Repairs
The Ombudsman has strongly advocated for a shift towards more proactive and predictive approaches to maintenance. Their findings suggest that by leveraging data, conducting regular property health checks, and identifying potential issues before they escalate into major repairs, housing providers can significantly enhance resident satisfaction, reduce costs associated with emergency repairs, and ultimately create greater trust by ensuring homes are consistently maintained to a good standard.
What We're Doing
We are actively implementing several predictive repair and maintenance processes. Currently we are utilising damp, mould and condensation (DMC) predictive analysis and have various projects in progress focused on proactive maintenance. Our 'Pro-master' system is crucial in this effort, capturing comprehensive information about our properties, including data from stock condition surveys. We are committed to ensuring data is regularly updated with insights gained from direct engagement with customers regarding property issues.
Improvement Action: Our service delivery plan includes provisions to proactively address potential disrepair, moving us closer to a truly predictive and preventative maintenance model.
Communication with Customers
The Ombudsman consistently emphasises that effective communication with residents is paramount to a successful repairs service and a key driver of customer satisfaction. The report advocates for proactive, timely, and transparent communication throughout the entire repair journey, from initial reporting to completion and follow-up. This includes providing accessible information, offering various channels for contact, and ensuring that residents feel heard and informed, ultimately fostering trust and reducing the likelihood of escalated issues.
What We're Doing
OVH have implemented several key improvement actions:
- Diverse Involvement Channels: We actively engage customers via a variety of engagement channels, including a dedicated Customer Scrutiny Panel, Hot Topic Group(s), a Service Review Group, High Rise and Building Safety Group, and a Policy and Strategy Review Group. Involved Customers recently undertook a comprehensive review of our Repairs and Maintenance strategy which allowed Officers to directly incorporate customer perspectives.
- Actionable Feedback Reports: Our "You Said, We Did" reports serve as a mechanism to identify and communicate improvements made based on insights gathered from customer survey feedback and data.
- Customer Journey Mapping: We conduct regular customer journey mapping exercises to gain a deeper, empathetic understanding of our customers' end-to-end experiences, allowing us to pinpoint specific areas for improvement in our service delivery.
- Repairs & Maintenance Service Delivery Plan: Our service delivery plan has been fundamentally shaped by customer feedback in relation to the quality of repairs, the time taken for completion, and the effectiveness of communication. It includes specific actions to enhance communication around complex repairs, facilitate the rollout of 'Localz' within Sovini Property Services for improved real-time updates, and strengthen our 'lessons learned' process as a result of complaint analysis. Furthermore, our team proactively contacts customers who report dissatisfaction to ensure we fully understand their feedback and can directly apply it to continuous service improvement.
Customer Information
The Spotlight Report has also highlighted the importance of maintaining detailed and up-to-date information about customers. This goes beyond basic contact details, extending to understanding individual needs, vulnerabilities, communication preferences, and any reasonable adjustments required.
What We're Doing
To ensure equitable service delivery, we embed Equality, Diversity, and Inclusion (EDI) data capture directly into our Housing Management system from tenancy commencement. This vital information is then integrated into our repairs system, providing operatives with essential site considerations, such as allowing extra time for access for customers with physical disabilities or arranging language support.
Our 'Knowing Our Homes and Customers' project and a 'Tenant 360' report use this data to inform service delivery such as embedding reasonable adjustments (e.g., braille, coloured paper, Language Line services). Our 'Every Contact Counts' culture further reinforces our commitment to understanding and meeting diverse customer needs through every interaction.
Staff Training
The report's findings also highlighted the critical role of well-trained and competent staff in delivering an effective repairs service. The Ombudsman emphasises that investing in comprehensive and ongoing training ensures that staff are not only equipped with the necessary technical skills to diagnose and complete repairs correctly, but also possess the customer service acumen to communicate effectively, manage expectations, and handle complex situations with empathy.
What We're Doing
OVH ensures all operatives complete a comprehensive range of mandatory training, including annual refreshers in critical areas such as Asbestos Awareness, DMC, and Smoke and Carbon Monoxide. Other essential courses covering COSHH, Manual Handling, Working at Heights, and Lone Working are completed every three years.
Our commitment to inclusive service is further reinforced through mandatory Equality, Diversity & Inclusion and LGBTQIA+ training. Beyond these core requirements, all staff have access to extensive optional courses on our MyLearning platform, fostering continuous development in areas such as customer service and safeguarding, ensuring a continuously skilled and empathetic workforce.
In summary
Through this self-assessment we have been able to detail our proactive and comprehensive approach to strengthening our repairs service, driven by our commitment to enhancing our customer journey and experience.
Our strategy is built upon several interconnected pillars: a deep understanding of our customers and their homes, exemplified by our 'Knowing Our Homes and Customers’ Group, and robust EDI data capture; a steadfast focus on quality and efficiency, evidenced by our Right First Time (RFT) monitoring and systematic post-inspection processes; a forward-looking shift towards predictive maintenance strategies through data analytics and system enhancements; a commitment to transparent and effective communication, facilitated by diverse customer involvement channels and journey mapping; and finally, investing in a highly competent workforce through extensive mandatory and optional training programs.
By integrating these strategic actions, we are dedicated to delivering a repairs service that is not only efficient and high-quality but also empathetic, responsive, and truly customer-centric, ultimately fostering greater trust and improving the lives and living conditions for all our customers.